How the empathetic expert generates trust

Continued">

I was thinking about why I trust one particular doctor more than others. It comes down to two things: expertise and empathy. Neither, by itself, is sufficient. The doctor is Caroline Levine. She is a specialist who I visit at least twice a year, and who is protecting my health from serious jeopardy. She has … Continued

Annoying people at scale is profitable. It shouldn’t be.

Continued">

I was astounded to read a Twitter thread from a go-getter named John Plumstead, who harassed 58,408 people to get one or two deals. He can do this because there is no cost to harassing people. Let’s change that. Plumstead’s business is finding property owners in financial distress and buying their properties for less than … Continued

Why are brand identity statements so generic?

Continued">

In his latest cartoon, Tom Fishburne of Marketoonist expertly skewered those “brand promise” statements you often read (and retch at). He’s completely right that corporate values and “reasons to believe” are filled with cliches and buzzwords. But why? Why is so hard for brands to differentiate? Having helped several companies write these sorts of statements, … Continued

Why the “Amazon Token” advertised on Facebook sure looks like a scam

Continued">

This ad for “Amazon Token” on Facebook intrigued me. Is that Jeff Bezos pitching me a cryptocurrency? So I clicked through. What I found is a slick, well produced, seductive website . . . that I’m pretty sure has nothing to do with Amazon. They’ll be happy to take your crypto money — in the … Continued

5 tips on asking someone to be a reference for you

Continued">

As a freelancer, I occasionally need people to act as a reference for me. This is not a request I make lightly. Here’s how I maximize the chances of success. 1 Provide three solid references If you want to work with me, I will provide three solid references. Each will get back to you quickly; … Continued

Could this ad raise men’s vaccination rates?

Continued">

An Italian study shows that men testing positive for COVID-19 have three times the likelihood of suffering erectile dysfunction compared to those without a positive test. SCRIPT: 30-SECOND VACCINE SPOT (ED) Interior, casual restaurant. A man, mid-40s, good-looking but not strikingly so, slightly balding, sits at a restaurant table opposite an attractive woman, brunette, several … Continued

Employees, systems, and Net Promoter

Continued">

Customer experience surveys shouldn’t give me a choice between whacking hard-working staff and approving corrupt and busted systems. Let me tell you what’s wrong with your systems, not your people. It’s nearly always the systems that are at fault for problems If there’s one thing I learned from the brilliant Harley Manning and Kerry Bodine, … Continued